AccountId: 011433970860
ContactId: c1e10547-7f49-4e10-8bb8-7aeacd7282ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502640 ms
Total Talk Time (AGENT): 102369 ms
Total Talk Time (CUSTOMER): 180212 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/c1e10547-7f49-4e10-8bb8-7aeacd7282ff_20250514T13:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I think I took too many of those.
[CUSTOMER][NEUTRAL] Good morning. My name is [PII], and I'm in the ER at this time, and I need some information because my cards aren't available yet.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEGATIVE] No, ma'am, I don't have any of that. Um, I, it just started on Monday and the lady tried to look in the portal to download my cards for me so I could give them to the lady standing here and um she wasn't able to do that. That's why she switched me over to you guys.
[AGENT][NEUTRAL] OK. Do you have your social security number?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's your date of birth, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address?
[AGENT][NEUTRAL] And email address
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] [PII]. My email address is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII], and you were wanting information on your policy?
[CUSTOMER][NEUTRAL] Yes ma'am, what was that you were needing? The subscriber ID number. Do the subscriber ID number?
[AGENT][NEUTRAL] OK, I can give that to you. It's 02.
[AGENT][NEUTRAL] 625-633
[CUSTOMER][NEUTRAL] One second, please.
[CUSTOMER][NEGATIVE] One second, one second, she wasn't ready. She caught her, caught us off guard.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] 62.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 62.
[AGENT][NEUTRAL] 56
[AGENT][NEUTRAL] 33.
[CUSTOMER][NEUTRAL] 56.
[CUSTOMER][NEUTRAL] 33. OK, um, who is it for?
[CUSTOMER][NEUTRAL] The provider's name?
[AGENT][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] The carrier.
[CUSTOMER][NEUTRAL] A as in apple. Yes, APL.
[CUSTOMER][NEUTRAL] P as in Paul, L as in Lima.
[AGENT][NEUTRAL] It's American Public Life Insurance.
[CUSTOMER][NEUTRAL] America.
[CUSTOMER][NEUTRAL] Is there any way that you could like send me the cards to my email by chance?
[AGENT][NEUTRAL] Hold on just a moment, let me see if they are out there. Hold on one moment.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Oh you're Southermatically.
[CUSTOMER][NEUTRAL] I always tell everybody I'm Mankey born with Southern blood.
[CUSTOMER][NEUTRAL] My mom and my grandma from down south, from [PII].
[CUSTOMER][NEGATIVE] So every time, and I've lived in [PII] for 25 years, so every time I'm getting around somebody that has a Southern accent, mine automatically pops up or if I'm mad, that's how you know I'm really mad.
[CUSTOMER][NEGATIVE] It really comes out of me.
[CUSTOMER][NEUTRAL] Roommate.
[CUSTOMER][NEGATIVE] I gotta find out about my blood pressure and my sister's gonna be losing it.
[CUSTOMER][NEGATIVE] How's your blood pressure? She swears it's my blood pressure.
[CUSTOMER][NEUTRAL] So it's not my blood pressure right.
[AGENT][NEUTRAL] OK, I'm not showing the card is out there right now.
[AGENT][NEUTRAL] Probably cause it was just active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But that number is all I should need then? OK, I.
[AGENT][NEUTRAL] Yes, ma'am. Do they need a group, group number or anything like that?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Your group number is 70096.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Is there anything else?
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Is that all we needed?
[CUSTOMER][NEUTRAL] Um, let me triple check. Hold on, she's triple checking just to make sure.
[AGENT][NEUTRAL] And the effective date was [PII].
[CUSTOMER][NEUTRAL] I don't know. I was just saying.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] American is.
[CUSTOMER][POSITIVE] Awesome we're gonna have to do commercial generic.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK good.
[CUSTOMER][NEUTRAL] it.
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] The workforce strategies.
[CUSTOMER][NEUTRAL] Alright, let's see if this.
[CUSTOMER][NEUTRAL] Oh, what is the address for [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on [PII].
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] Zip code.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And a phone number for authorization.
[AGENT][NEUTRAL] We do not require pre-authorization.
[AGENT][NEUTRAL] But uh,
[CUSTOMER][NEUTRAL] No, I need it for my system. It, it's the [PII] number.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and that's just it because we don't have a physical card that they'll be able to call that number and verify if they have any issues.
[AGENT][NEUTRAL] Right. Yes, ma'am.
[CUSTOMER][NEUTRAL] Does she have any copay?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] All righty. That is all that I need. Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thank you, darling. You too. I appreciate you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Um